Senior Customer Correspondence Analyst

At Exeter Finance, we are committed to helping customers find the right financing for their next vehicle purchase. By building strong relationships with our customers and network of dealer partners we are able to give options that make sense, getting customers behind the wheel of their car. 

Every team member is integral to our success. Whether you’re at a servicing center helping customers with their loans, in the field building relationships with dealers, or supporting the company from its corporate offices, you'll enjoy a nurturing, invigorating and positive work environment.

Our vision is to be a premier finance company and lender of choice known for its People, Performance and Service.

Job Description

Job Summary

The Senior Customer Correspondence Representative is responsible for managing the most complex customer communications, ensuring a high level of professionalism, accuracy, and timeliness. This role involves handling escalated and sensitive customer inquiries, providing solutions, and ensuring customer satisfaction. The Senior Representative will mentor less experienced team members, assist with process improvements, and collaborate with cross-functional teams to resolve issues. This role requires advanced communication skills and an in-depth understanding of company policies, procedures, and customer service best practices.

Responsibilities

• Manage and respond to complex and escalated customer inquiries through multiple channels, including mail, email, and online platforms, ensuring that all communications are handled in a timely and accurate manner.
• Resolve sensitive customer issues and complaints with professionalism, ensuring customer satisfaction and retention.
• Mentor and provide guidance to junior customer correspondence representatives, offering training and support to help them resolve customer inquiries effectively.
• Maintain detailed records of customer interactions and ensure all correspondence is documented accurately in the company’s systems, following privacy and regulatory standards.
• Collaborate with other departments, such as customer service, collections, and account maintenance, to address complex issues and ensure timely resolution.
• Identify trends or recurring issues from customer correspondence and provide recommendations to management for process improvements or policy changes.
• Ensure all customer responses comply with company standards, regulatory requirements, and industry best practices.
• Contribute to the development and maintenance of standard response templates and communication guidelines, ensuring consistency across all customer interactions.
• Provide feedback and insights to senior management on common customer concerns, operational inefficiencies, or areas for improvement in the correspondence process.
• Monitor and report on performance metrics such as response time, issue resolution rates, and customer satisfaction, and take action to meet or exceed established targets.
• Participate in process improvement initiatives to streamline correspondence workflows, reduce response time, and improve the customer experience.
• Assist with cross-departmental projects aimed at enhancing customer service processes, procedures, and overall satisfaction.
• Stay up-to-date with company policies, industry regulations, and best practices to ensure accurate and effective communication with customers.
• Handle sensitive or confidential customer information in a secure and compliant manner, ensuring adherence to privacy regulations.

Work Experience and Requirements

• Education: High school diploma or equivalent, degree preferred
• Work Experience: 2+ years in auto finance operations (2+ specialty groups required for specialty teams)
• Extensive experience in customer service, correspondence, or related fields, with a focus on managing complex or escalated customer issues.
• Exceptional written communication skills with the ability to clearly articulate solutions and respond to customer inquiries professionally.
• Strong problem-solving skills and the ability to manage sensitive or challenging customer situations while maintaining a positive customer experience.
• Proven ability to mentor and guide less experienced team members, providing training and support as needed.
• Excellent organizational and time management skills, with the ability to prioritize tasks and manage multiple customer interactions simultaneously.
• Strong attention to detail and the ability to ensure that all correspondence is accurate, clear, and compliant with internal and regulatory standards.
• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint), and experience with CRM or customer service management systems.
• In-depth knowledge of industry regulations, company policies, and customer service best practices.
• Strong interpersonal skills, capable of working collaboratively with internal teams to resolve customer issues and improve processes.
• Ability to handle confidential information with discretion and in compliance with privacy and security guidelines.
• Ability to drive continuous improvement in customer correspondence processes to enhance efficiency and overall customer satisfaction.

#LI-Remote

Exeter Finance LLC is an Equal Opportunity Employer.

Individual compensation packages are based on various factors unique to each candidate including

skill set, experience, qualifications and other job-related reasons.